Provide technical support to external customers, internal field associates and management via phone, email and chat. Use Contact Center software programs and computer systems to resolve and track client issues. Serve as a liaison between clients and management, support groups and the business unit. Closely adhere to a call-handling schedule. Participate in outbound calling projects as needed.
Specific Skill Requirements
Communicate via phone, email and chat with internal and external clients requiring assistance or information. Interpret clients’ needs and utilize Contact Center software programs to identify possible resolutions. Troubleshoot software, hardware and proprietary products, as appropriate to support the client.
Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction. Handle client communications within all call handling, quality measurement and Contact Center metrics. Maintain a technical working knowledge of products supported by the technical department. Use Contact Center software programs and computer systems to accurately document and track client contacts. Observe and report contact trends when noted. Handle calls in special queues as needed. Participate in outbound calling campaigns as needed. Perform other duties as assigned.
Minimum Requirements
Previous customer service experience or the equivalent through education and training.
Knowledge of and experience in support of Microsoft operating systems, networking, connectivity, computer/peripheral equipment and software applications.
Ability to determine issues/causes of technical problems and to effectively troubleshoot these issues.
Ability to communicate clearly and calmly on the telephone, email or chat and to use effective customer services techniques with clients who may be under stress.
Ability to communicate with Company management and to convey accurate and useful information.
Ability to accurately interpret and enter client information into appropriate computer software.
Ability to concentrate and work quickly in a fast-paced, high call volume environment.
Solid command of English grammar and spelling.
Preferred Experience and Skills
High school diploma or G.E.D.
One or more years experience in computer software or hardware trouble shooting or support.
One or more years experience in an in-bound call center environment.
Knowledge of Macintosh operating systems.
Tax Office or Tax Training School experience.
Ability to type 30 words per minute.
Department: Contact Center
Reports to :Supervisor-Contact Center Operations
Salary: Competitive Compensation and Incentives
Job Location: 4400 Blue Parkway, Kansas City, MO 64130
Type of Employment: Seasonal Positions — Permanent Placement Opportunity
Shift: Must be flexible. Shifts available to include days,
evenings, weekends and some holidays.
Hours per Week: 40 hours (mandatory overtime will be required, based
on the needs of the business)
Dress Attire: Casual
Applications: Send Resume to custservice@wsiemail.com in partnership with Putting Talent to WorkTechnical Support Services
Email resume to: custservice@wsiemail.com
Or apply online at: http://www.wsijobskc.com/